Title: Dell AppAssure Enterprise Technical Support Advisor
Dell, Inc. is a worldwide provider of information technology services and business solutions to a broad range of clients. We are currently looking for a Technical Support Manager to join our team in Reston, VA
The Enterprise Technical Support Advisor position operates at the 2ndand 3rdtier of Support, and handles escalated customer issues unresolved at previous tiers. This position is also responsible for educating junior support engineers in network and server technology in structured classroom sessions as well as on the job” training.
The Ideal Candidate Will Have Experience In The FollowingExchange Back-end Management (2003, 2007, 2010)
SQL DB Backup And Restore
Disaster Recovery/ Business ContinuityBackup software such as Backup Exec or Acronis
Windows Server OS support
Storage (SAN, NAS, DAS)Microsoft Certification: MCTS, MCITP (Server Admin) or the like
Principal Duties And ResponsibilitiesInvestigate and resolve issues reported by customers; typically done over email, remote sessions and phone
Interprets generally defined practices and methods.
Recognizes and acts on inconsistencies in data or results and escalates unusual problems.
Presents problem analysis and recommended solutions in a creative and logical manner.
Forecasts, models, and utilizes advanced analytical tools.
Creates new procedures and processes to drive desired results.
Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions.
Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels.
Work is guided by operational and project objectives.
Manages multiple assignments and processes.
Independently determines approach to project.
Anticipates and prevents potential problems.
May be responsible for specific programs, customers and/or projects.
Provides process and policy advice.
Explains assumptions and methodologies.
Articulates pros and cons of an action in a clear manner.
Simplifies difficult concepts for non-technical users.
Provides guidance, leadership, technical consultation and training to less experienced team members.
Provides comprehensive documentation of problems and solutions using appropriate information systems.
Work with application development team on escalated issues
Contribute to developing tech support manuals and customer self-help documentation
Participate in possible shift work
RequirementsAbility to work in a fast paced environment
3-10 years Help Desk experience supporting Windows Server environments
MS-SQL or MySQL
Knowledge of and troubleshooting experience with Windows 2003 & 2008 Operating Systems
Experience with; Enterprise Storage, Network systems, Disaster Recovery, Backup and
Recovery solutions and concepts.
Experience with Virtualization Technologies and Cloud computing models
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell's team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success. Life at Dell means collaborating with dedicated professionals with a passion for technology.
Why work with us?
When we see something that could be improved, we get to work inventing the solution.
Our people demonstrate our winning culture through positive and meaningful relationships.
We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
Our team members' health and wellness is our priority as well as rewarding them for their hard work.
Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.